ABSTRACT
The purpose of every business is customer satisfaction. But, management controlled system makes it impossible for organization to achieve this goal. this project reveals total quality management (TQM) as a sine qua non for organizational effectiveness achieving customer satisfaction. TQM is simply a customer focused performance enhancing tool, that is always striving to do better tomorrow what was done well today: sorting out smaller problem while looking for major ones and paying attention to smallest details. In carrying out this research work, questionnaires were distributed to both the staff and customers of Standard Trust Bank (STB), observation and interview was equally conducted, the internal record for STB was not left out in the quest for vital information to accomplish this work. The major findings shows that customer satisfaction will be achieved by doing the right things, right on time, first time and every time. And that continuous improvement is possible not minding the present performance level- this is the “sermon” of TQM.
Therefore organization interested in partaking and having a competitive edge in business have to adopt this contemporary management philosophy called TQM. It concludes by explaining that business must be operated to meet the expectations of both the internal and external customer and go as far as exceeding them.
TABLE OF CONTENTS
Cover page
Title page
Certification
Dedication
Acknowledgement
Abstract
Table of content
CHAPTER ONE:
INTRODUCTION
1.1 Background of the study
1.2 Statement of the problem
1.3 Purpose of the study
1.4 Significance of the study
1.5 Research question
1.6 Hypothesis
1.7 Scope of the study
1.8 Limitation of the study
1.9 Definition of terms
Reference
CHAPTER TWO:
LITERATURE REVIEW
2.1 Introduction
2.2 The management methodology
2.3 Principles of total quality management
2.4 Total quality management implementation
2.5 How total quality management works
2.6 Tools and techniques for TQM
2.7 Benefits and bottleneck of TQM
CHAPTER THREE
3.0 RESEARCH DESIGN/METHODOLOGY
3.1 Introduction to the design
3.2 Research design
3.3 Area of study
3.4 Population
3.5 Sample size determination
3.6 Instrument for data collection
3.7 Validation of the instrument
3.8 Reliability of the instrument
3.9 Method of data collection
3.10 Method of data analysis
References
CHAPTER FOUR
4.0 DATA PRESENTATION AND ANALYSIS
4.1 Presentation and analysis of data
CHAPTER FIVE
5.0 DISCUSSION, RECOMMENDATION & CONCLUSION
5.1 Discussion of result finding
5.2 Conclusion
5.3 Recommendation
5.4 Suggestion for further study
Appendix
